AI-Media Outage History

US East has maintained normal service since the fix was deployed and we are marking this as resolved. We are continuing to monitor and ensuring robust solutions are in place to continue consistent performance. Please reach out to support if you encounter any issues. Thank you.

We have seen successful connections return to Ai-Live LEXI from 10:45am AEST / 6:45pm EST in the AU region as services resume. If you encounter any persisting issues, please contact support.

The Ai-Live US instance experienced an outage at just before 11:00am EST at which time clients reported the Ai-Live Viewer link was down. The issue was caused by unexpected Viewer load in multiple Ai-Live sessions. Ai-Live server resources were added at 11:35am EST in order to accommodate the increased load. Additional resources were enabled at 3:51 and 3:57pm EST to mitigate increasing CPU utilization as viewership continued to grow. The issue was fully resolved at 4:00pm EST.

Date: November 7, 2025, approximately 7:00 PM - 7:03 PM ET Status: Resolved Summary: We experienced a brief service disruption to LEXI Live due to a sudden traffic spike. Some users experienced delayed connections or temporary disconnections. Impact: New transcription jobs experienced delays of up to 2-5 minutes in establishing connections Some active transcription sessions experienced brief disconnections (ranging from 48 seconds to 2+ minutes) Root Cause: A rapid spike in traffic exceeded our standard capacity, causing a temporary backlog while our autoscaling systems provisioned additional capacity. Resolution: Service automatically recovered as additional capacity came online. All systems returned to normal operations shortly after. Next Steps: We are implementing several improvements to our auto-scaling infrastructure. These include faster response times to traffic spikes and increased baseline capacity to better handle peak usage periods.

Lexi services have stabilized and we are comfortable marking this incident as resolved. All systems are operating normally following the AWS outage. If you experience any issues, please contact support.

One of our iCap server nodes carrying iCap and Lexi traffic became unresponsive and required manual intervention to restore. Other servers should have been able to fulfill most jobs but some temporary interruptions occurred due to transfers, retries, and related conditions. Issues began about 02:35 UTC and were clear at 03:15 UTC.

Our team believes this to be resolved as of 8:10AM ET. We are still closely monitoring and an investigation into the root cause is still ongoing.

This incident has been resolved.

We want to sincerely apologize for any confusion caused by recent emails you may have received, indicating the cancellation or expiration of your subscription. These messages were triggered in error by a recent administrative adjustment to our billing system. The emails may have included details such as: - A cancellation date of 24-Jul-2025 - Number of unpaid invoices - Amount due Please rest assured: these notifications can be safely disregarded. They do not reflect the actual status of any subscriptions, and there is no impact on product access or usage. All active subscriptions remain fully functional, and this incident is resolved. We apologize for the undue concern this may have caused, and thank you for your understanding.

We have restored full functionality to Falcon and confirmed users are able to create new Falcon instances again. Marking this incident as resolved. If you have any questions about this incident please reach out to our Support team at: [email protected]

Beginning around 8:26 pm EST (23 Apr) / 00:26 UTC (24 Apr), Lexi's scheduler experienced an outage lasting approximately 70 minutes. Events scheduled to start in that window did not start automatically. Events scheduled to end only terminated if the instance had a timeout set, and only after the job reached that timeout. After investigating, we were able to trace this issue to a recent update to Lexi's scheduling database. This has been resolved and Lexi's scheduler is fully functional. Please direct any questions about this incident to our Support team at [email protected].

After monitoring for the past day, we can confirm service has been fully restored and iCap is operating normally. More info to come in a post-mortem.

Beginning around 23:54 April 2 EST / 03:54 April 3 UTC, and lasting approximately 30 minutes, several iCap servers in the US-WEST-2 region experienced a brief issue with internet connectivity. Users connected to the affected servers were automatically moved to other servers in the cluster. We have traced this outage to an infrastructure misconfiguration related to the system maintenance earlier in the day on April 2. This issue was resolved around 12:30 AM ET / 4:30 UTC April 3 and the iCap system remains fully operational since that time.

Beginning around 5 AM EST / 10:00 UTC and lasting until around 7:30AM EST / 12:30 UTC on Dec 10, one of the iCap relay servers experienced a period of instability. This may have resulted in disruptions or delays in audio and caption delivery to connected users on this server. Our engineering team worked to restore the server to its normal operating state and manually rebalance some of the load to minimize customer impact. Further work is planned to prevent similar disruptions going forward.

On Nov 26/2024 - from 16:30 UTC to 18:30 UTC - Scheduled Lexi and/or Translate jobs failed to start during this period. This issue has been identified and resolved, and no further occurrences have been observed. Lexi/Translate jobs scheduled during this window will remain unaffected and start succesfully.

Our engineering team has implemented a fix and Translate sessions should be running normally again. If there are any questions about this incident, please reach out to our support team at [email protected].

Beginning around 18:00 ET / 22:00 UTC on Oct 17, and lasting approximately one hour, the iCap network experienced elevated load on one of our US-based servers. Users connected to this server during this time may have experienced connectivity issues affecting audio & caption data. Our engineering team took mitigating action to address the server and service was restored to normal by approximately 19:00 ET / 00:00 UTC. Please direct any questions about this incident to our support team at [email protected].

The Lexi Scheduling outage has been resolved. Previously-scheduled Lexi jobs will run as expected and users can schedule new jobs through the web interface or API.

On June 26, 2024, between 05:57 and 06:17 UTC, our third-party vendor responsible for billing on EEGCloud experienced server timeout issues for customers in the US region. This would have affected general accessibility of some features on the EEGCloud website, and it appears to have also prevented Lexi events from starting normally. The vendor resolved their issues around 06:17 UTC. We apologize for any inconvenience this may have caused. If there are any questions, please contact our support team at [email protected].

This incident has been resolved.